Inquire about the qualifications, training and experience of our staff

Express complaints about services by speaking to your counsellor. If you are not comfortable speaking to your counsellor directly, you may speak to the Program Manager, the Clinical Director or the Executive Director. If your complaint is not resolved, you may make a written complaint. A full copy of the complaint process is available from your counsellor or reception.

You have the responsibility to:

Supply information reasonably requested to allow staff to assist you in determining service needs and in developing and carrying out your plan

Be actively involved in all aspects of your services

Inform staff of any medical condition, disability or cultural need that requires our awareness or accommodation in providing service

Treat others with fairness, honesty and respect, including maintaining the privacy of other clients

Inform us if you are unable to attend an appointment or will be late. For fee-based services, 24 hours notice of cancellation is required or the regular fee will be charged.